History and Background of The Study: Bachelor of Science in Business Administration Major in Marketing Management

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BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION

MAJOR IN MARKETING MANAGEMENT
CHAPTER 1
History and Background of the Study

Introduction
Baked goods have been around for thousands of years. The art of
baking was developed early during the Roman Empire. It was a highly
famous art as Roman citizens loved baked goods and demanded for them
frequently for important occasions such as feasts and weddings etc. Due
to the fame and desire that the art of baking received, around 300 BC,
baking was introduced as an occupation and respectable profession for
Romans. The bakers began to prepare bread at home in an oven, using
mills to grind grain into the flour for their breads. The oncoming demand for
baked goods vigorously continued and the first bakers' guild was
established in 168 BC in Rome. This drastic appeal for baked goods
promoted baking all throughout Europe and expanded into the eastern
parts of Asia. Bakers started baking breads and goods at home and selling
them out on the streets.
This trend became common and soon, baked products were

getting sold in streets of Rome, Germany, London and many more. This
resulted in a system of delivering the goods to households, as the demand
for baked breads and goods significantly increased. This provoked the
bakers to establish a place where people could purchase baked goods for
themselves. Therefore, in Paris, the first open-air bakery of baked goods
was developed and since then, bakeries became a common place to
purchase delicious goods and get together around the world. By
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the colonial era, bakeries were commonly viewed as places to gather and
socialize.
On July 7, 1928, a bakery in Chillicothe, Missouri introduced pre-cut

bread using the automatic bread-slicing machine, invented by Otto
Frederick Rohwedder. While the bread initially failed to sell, due to its
"sloppy" aesthetic, and the fact it went stale faster, it later became
popular. In World War II bread slicing machines were effectively banned,
as the metal in them was required for wartime use. When they were
requisitioned, creating 100 tonnes of metal alloy, the decision proved very
unpopular with housewives.
World War II directly affected bread industries in the UK. Baking

schools closed during this time so when the war did eventually end there
was an absence of skilled bakers. This resulted in new methods being
developed to satisfy the world’s desire for bread. Methods like: adding
chemicals to dough, premixes and specialized machinery. Unfortunately,
these old methods of baking were almost completely eradicated when
these new methods were introduced and became industrialized. The old
methods were seen as unnecessary and financially unsound, during this
period there were not many traditional bakeries left.
As a nation tied to a vibrant food culture, beloved staples have

become a huge part of the Filipino lifestyle. A popular must-have in every
local dining table is bread—a universal favourite that has countless versions
lining Panaderia shelves across all corners of the Philippines. One of the
most important Filipino breads is the ubiquitous pandesal, which was
introduced to the Philippines in the 16th century. It was the Spaniards’
counterpart to the French baguette. Pan de sal means “bread of salt” in
Spanish, for the pinch of salt that is added to the dough. Filipino bakers
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eventually had to use a different type of flour which resulted to the softer
pandesal that we find in our favorite panaderias across the country today.
Aside from pandesal most of bakeries are now offering different variety of
breads and pastries like cupcakes, mammon, chess breads, cookies and
so on that is why the customers have different choices and preferences’ in
buying breads. Also nowadays, consumers are more interested in
something new in taste, having good appearance in the eyes and
nutritious, healthy affordable breads and pastries.
According to Moslehpor, et. Al (2015), consumers food preferences

are basically based on price, color, and outwards appearance of food;
experience of the consumers in taste, texture, and convenience of the
food; and belief attributes like cleanliness, safety and healthiness of the
product. These promoting aspects of foods are the factors that can
influence the consumer’s food choices. Regarding the competition
strategy at the baked good market, Tavares and Castro (2013) highlight
the important of the perception of the buyers about given product, for the
example about its price, quality and serviced provided. At this stage,
image and mental association are used by consumers to affect the
choices process of product, whereas the quality and value are crucial.
Healthiness, taste, affordability, texture, and appearance of breads

are preferred mostly of the consumers nowadays. Consumers are
interested in something new for them, convenience, and providing
nutrients, such as dietary fiber, vitamins and minerals that are vital for the
heath and maintenance of our bodies. Taste is one that preferred by the
consumers in buying breads and pastries. Another preference that the
consumers want affordability of the breads. Every consumers wants
affordable food because some buyers of Purok 4, 5 and 6 Brgy. Sinalhan
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City of Santa Rosa, Laguna do not have enough budgets that’s why most
of the consumers buy breads in bakeries that is affordable but delicious
and nutritious. Lastly is the texture and appearance, some consumers,
especially the consumers choose a bread and pastries that is unique in
shape and good texture which is depends on their taste buds.
The purpose of this research is to know the Liza Jhoy Bakery

Innovations and Customers Satisfaction. Aside from that, the researchers as
the marketing students want to educate marketers and the readers on the
importance of the preferences of the customers when buying products
especially foods and innovation of breads of Liza Jhoy Bakery and to be
part of solution to one of the problems that the marketing people
encounter in knowing great innovations in foods and to satisfy the
customers satisfaction.
Theoretical Framework
According to the Diffusion of Innovation theory by Roger (1995)

there are stages of adoption. The first one is awareness; the individual is
exposed to the innovation but lacks complete information about it.
Second the interest, the individual becomes interested in the new idea
and seeks additional information about it and followed by evaluation
which the individual mentally applies the innovation to his present and
anticipated future situation, and then decides whether or not to try it. After
the evaluation next is trail which the individual makes full use of the
innovation and last is adoption the owner decides to continue the full use
of the innovation
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According to Theodore Henderson is an author, coach, trainer and

speaker, Innovation is vital in the workplace because it gives business an
edge in penetrating markets faster and provides a better connection to
developing markets, which can lead to bigger opportunities. Innovation
can also help develop original concepts while giving the innovators a
proactive, confident attitude to take risks gets things done.
According to the theory of Perceived Value Theory by Gree and

Peloza 2011, Sen and Bhattacharya 2001 a customer derives satisfaction
from appraising a composite of value- adding attributes that is attached
to a service. Firms’ participation in good cause provides functional,
emotional, and social values to customers. In addition, the process of
identifying, implementing, and communicating CSR activities to the
customers enhances customer specific knowledge, and can subsequently
result in greater customer satisfaction. Furthermore, values created from
CSR can augment customers’ evaluation of product or services.
According to Sarah Chambers, is a Customer Support Consultant

and Content Creator from Vancouver, Canada, Customer Satisfaction is a
key in creating a long-term relationship with the customers. It is just like
dating analogy, going through the sales process wooing your prospect to
turn them into a customer.
Based from, the Importance of Customer Satisfaction, Katarina

Kasalova, and Customer Satisfaction are a goal and a constant feedback
is the best way to improve over time. It need to measure customer
satisfaction in order to improve it. There are a few ways to measure
customer satisfaction, but the most common and effective ways are to
simply ask the custom
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Research Paradigm
INPUT PROCESS OUTPUT
1) Innovations in 1) Survey
terms of; Questionnaire
a) Bread Products 1. Customers of

Liza Jhoy
b) Services Bakery
2) Customers
2) Analysis
Satisfaction in terms
of; 2. Data Marketing Plan
Collection
a) Bread Products
b) Services
3) Based on the
result of marketing
study, what
marketing plan can
be proposed?
FEEDBACK
Figure 1 Research Paradigm

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Figure 1 shows the research paradigm of the study. It includes

different variables used, the Input, Process, and Output. The input variables
include the Liza Jhoy Bakery Innovations and customers’ satisfaction in
terms of Bread Products and its Services which the customer is the main
respondents. The process variables are the conduction of survey and
analyze the data which is collected. This variable can help in determining
the status of Liza Jhoy Bakery in Brgy. Sinalhan, Santa Rosa City, Laguna.
Statement of the Problem
This study was primarily concerned with the Liza Jhoy Bakery
Innovations and its Customer Satisfaction.
1. How is Liza Jhoy Bakery innovation in terms of:
1.1 Bread Products; and
1.2 Services
2. How is Liza Jhoy Bakery Customer Satisfaction in terms of:
2.1 Bread Product; and
2.2 Services
3. Based on the result of Marketing Study, what marketing Plan can

be proposed?
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Scope and Delimitations
The study was conducted to determine Liza Jhoy Bakery Innovation

and Customer satisfaction. The study covers what the Liza Jhoy Bakery is
considered to innovate and to satisfy its customers. The researchers used
survey questionnaires to gathered data and information which is needed.
The study was limited to the customers of Liza Jhoy Bakery. The researcher
picked a 50 random respondents where living at Purok 5, Barangay
Sinalhan City of Santa Rosa who buy breads in Liza Jhoy Bakery.
Significance of the Study
To the Business itself. This study will help the business to innovate and
to satisfy its customers to attract again potential customers that the
business will benefits and can grow or expand its business while providing a
good quality of breads and services.
To Business Owner. The owner can be knowledgeable about their

business with relation of innovation and customer satisfactions. Owner must
be familiar about the strength and weaknesses of their business, therefore
using their strengths for meeting opportunities and transforming the
weaknesses into strength.
To the Customers. The customer’s preference and perception is very

important to the business because they are the one who consumed the
products. Also, the customers are the basis or measurements when the
business needs to innovate their products or services to meet their
customers’ satisfaction.
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To the Future Researcher. To the future Researchers who conduct a

study this will serve as a references or guidelines in relation to innovation
and customers’ satisfaction and the research served as starting point to
enhance the knowledge of the people regarding the topic.
Definition of Terms
Innovation. Creating something new or different from some other

products. It’s about keeping up with the times, while making sure you’re a
step ahead of the pack. It’s also about doing something better that it’s
already being done.
Customer Satisfaction. A marketing term that measures how

products or services supplied by a company meet or surpass a customer’s
expectation. Also, customer satisfaction is a key in creating a long-term
relationship with the customers. It is just like dating analogy, going through
the sales process wooing your prospect to turn them into a customer.
Services. are deeds, performance and processes provided or

coproduced by one entity or person for and with another entity or person.
Variety. The quality or state of having or including many different

things.
Appearance. The way that someone or something looks.
Informative Staff. Every staff should be a knowledgeable to their

products that they offered to the customers because sometimes they are
asking some question about the breads they buy.
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Chapter 2
Environmental Scanning
This chapter identifies the internal and external factors of the

business and how the weaknesses become strength and threats becomes
opportunity,
STRENGTH
Well-founded Location- Liza Jhoy Bakery is accessible and easy to find. It’s
located across at Purok 5, Brgy, Sinalhan, Santa Rosa, City, Laguna and it is
near at school of Saint Francis of Assisi Colleges where the students can
buy their breads.
Less Competitors- It’s becomes advantage of Liza Jhoy Bakery because

there is no choices of customers where buy breads.
Prices are Affordable- Every consumers wants affordable food because

some buyers of Purok 4, 5 and 6 Brgy. Sinalhan City of Santa Rosa, Laguna
do not have enough budget that’s why most of the consumers buy breads
in bakeries that is affordable but delicious and nutritious.
Raw materials are Adequate- Liza Jhoy Bakery have enough/sufficient raw
materials in making breads such as flour, sugar, butter, yeast, eggs and
etc. due it have loyal suppliers which it can supply a raw materials every
week.
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WEAKNESSES
Absence of variety and quality of breads- Healthiness, taste, affordability,

texture, and appearance of breads are preferred mostly of the consumers
nowadays. Consumers are interested in something new for them.
Lack of promoting/advertising strategy- Every business should have

promoting/advertising strategy which Liza Jhoy Bakery does not have. It is
important to cope the attention of consumers and encourage them to buy
the products using promoting strategy like tarpaulins, social media and so
on.
Unskilled Bakers- It is important to hire skilled and knowledgeable bakers

because they are the one who made breads. It should informative staff.
Unmet Customer Satisfaction- Customer satisfaction is very important to

render to the customers but Liza Jhoy Bakery does not meet because of
absences of variety of breads and sometimes on its quality.
Poor Lay-out and Design- One of the major weaknesses of Liza Jhoy Bakery
is absences of strong design and Lay-out of the bakery because some of
the customers based on well-organized and pleasant on the eye which is
attractable to consumers to buy.
OPPORTUNITY
Adaptability of customer’s preferences- Considering the customer’s

preferences becomes opportunity of Liza Jhoy Bakery because they can
attract some new potentials buyers. Focusing to the consumers wants and
needs especially consumer’s preferences the products will be innovated.
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Using upgraded Technology- Nowadays technology is very rapidly evolved

using it can make the business well-known, attract a pool of buyers and
lastly using machineries like big oven can cooked big amount of breads.
Create advertising concept- Using different medium such as social media

or bass media the business can easily recognize of new potential
customers.
Hire a new well-skilled baker- To satisfy the customers and for the
innovation of breads the business should hire a new bakers.
THREATS
Economic factors- Some others threats involve economic factors such as

inflation and recession which will greatly affect consumer purchasing
behavior because product can be categorized as a convenience
depending on the price and item availability.
Show up new potential competitors- New potential competitors become

threat to the Liza Jhoy Bakery because it maybe decreases the potential
customers and also the profit.
Changes of customers wants/preferences in buying- Customers change

constantly according to their taste, preferences, wants and choices.
OVER ALL ANALYSIS
The SWOT Analysis above shows the internal and external factors to
consider the Liza Jhoy Bakery innovation and satisfaction which served as
pointers and guidelines. The researchers conduct differentiation to
determine the edge of Liza Jhoy Bakery from its competitors. Liza Jhoy
Bakery have an establish location where the customers can easily buy their
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breads and near to the school of St. Francis Of Assisi College. The business
also have a potential customers from it’s started of operation. Base on the
prices of bread products are suited according to its cost and customer
base. In terms of weaknesses Liza Jhoy Bakery had, such as unmeet of
customer satisfaction due of lack of innovation and changes of customer
taste and preferences. The second one is the absences of variety.
Nowadays customers change constantly and being part of its lifestyle is
eating can change also with these different variety of food establishment
around they can turn to any other bakery that fill in their lifestyle instantly.
Lastly, having a poor store design and layout because it is important that
the business is attractable to the eye of customers.
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Chapter 3
Methodology
This chapter presents to the procedures used in conducting the

study. It comprises the research design, sources of data and
instrumentation that used in the study.
Research Design
The researchers used the descriptive method of research in

interpreting the data gathered from the survey questionnaires. The
researchers aim to describe the existing phenomenon with the purpose of
exploring the causes of a problem which is the Liza Jhoy Bakery Innovation
and its Customer Satisfaction in Purok 5, Barangay Sinalhan, Santa Rosa,
City, Laguna.
Respondents of the Study
The proponent of the study was the customer of Liza Jhoy Bakery
from the residents of Purok 5, Barangay Sinalhan, Santa Rosa City, Laguna
who buy the breads from Liza Jhoy Bakery who picked 50 ramdom
respondents who answered the sample question to identify which are the
most considerate to innovate and customers’ satisfaction in terms in Bread
Products and Services.
Treatments
Data gathering was done consolidated, tallied, tabulated and

analysed in accordance with the objectives of the study.
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The instrument adapted the four-point Likert scale for evaluation

and scoring as summarized below:
Evaluation and Scoring
Liza Jhoy Bakery Innovation
➢ This first Likert Scale was used to identify and determined the
Liza Jhoy Bakery Innovation in terms of Bread Products and its
Services.
Liza Jhoy Bakery Customers’ Satisfaction
➢ Second Likert Scale was for the Customers’ Satisfaction of

Liza Jhoy Bakery to determine what they considered to satisfy
them.
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Instrumentation
Questionnaire was used as main tool to gather information from the

selected customers of Liza Jhoy Bakery. Interview was included in such a
way that specific question will serve as a guide to the respondents in order
to obtain the desired information. The questionnaire was divided into two
parts which included Part 1 for Liza Jhoy Bakery innovation, and Part 2 its
customer’s satisfaction. The questionnaire was validated by an expert.
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Chapter 4
Discussion of Findings, Recommendations, and Conclusion
This chapter presents a brief summary of the study, the findings

based on the data gathered, analyzed, and interpreted, the
corresponding conclusions drawn and recommendations offered. The
study evolved on the Liza Jhoy Bakery Innovation and its Customers
Satisfaction: A basis for Marketing Plan.
Findings
The presentation of the following findings of this study was based on

the results drawn by the researchers;
Table 1 Liza Jhoy Bakery Innovation

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Table 1 shows the tallied data about the Liza Jhoy Bakery Innovation
in terms of Bread Products and its Services.
As revealed in the data from Bread Products Innovation, the highest

mean of interval get 3.54 as represent as Strongly Agree that the Liza Jhoy
Bakery should innovate the breads into more nutritious which is the
customers wants while the lowest mean of interval get 3.06 as represent
Agree for the pricing of breads.
For the innovation of services, the highest mean get 3.50 represent
as Strongly Agree which is the serving of breads. The customer wants more
efficient and fast service while serving the breads. Then the lowest mean
get 3. 28 represent as strongly agree for informative staff and vendors/
bakers personality and grooming because according to the respondents it
is enough.
According to Tessa Avermaete, Jacques Vianne, Eleanor Morgan,

and Nick Crawford, based on both literature and empirical analyses, a
framework was developed to help in understanding some aspects of
determinants innovation was regarded as essential by most small food
firms. Such firms tended to continuously introduce new products and
services, develop new processes, make changes in the organizational
structure and explore new markets.
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Table 2 Liza Jhoy Bakery Customer Satisfaction
Table 2 shows the tallied data for the Liza Jhoy Bakery Customer
Satisfaction.
As presented in the data, for customer satisfaction in bread

products the highest mean get 2.72 represent as Satisfied for breads are
served without additives or preservatives because the customers are
mostly health conscious and health enthusiast while the lowest mean get
2.26 for Breads are presentable. According to the respondents the
appearance of breads is not attractable for them.
For the services of Liza Jhoy Bakery mostly of the respondents

satisfied that the vendors are honest in giving back changes with the
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mean of 2.66 represent as agree while the lowest mean get 2.14 represent
as disagree which the vendors are approachable and friendly.
According to Zeithaml et al, 2009 customer satisfaction information

helps companies to evaluate their ability in meeting customers’ needs and
expectations effectively. It also helps companies to anlayse the
performance of an offering to customers in order to identify areas for
improvements as well as what areas customers consider to be very
important to them.
Conclusion
1) Most of the respondents are mostly considered that the Liza Jhoy
Bakery should undergo innovation in terms of:
1.1 Breads Products
➢ The researchers conclude that the breads of Liza Jhoy Bakery

must to innovate into nutritious and free from additives or
preservatives. Nowadays, mostly the customers are more
likely health enthusiast and health conscious for what they
eat. Also, the respondents want something new in flavor or
taste. Taste is one of the preferred by the consumers in
buying breads. Most of the consumers are pickier in buying
breads. Variety of Breads also important due the respondents
are more likely want more choices because of their
preferences in buying food and also depends to their taste
buds. Then for the appearance of breads they likely prefer
must be attractable and pleasant to the eye. Lastly, for the
pricing of breads always be affordable but the quality is
always there.
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1.2 Services
➢ The researchers conclude that the serving of bread

considered to innovate the vendors how they served the
breads to the customers. The second should to innovate the
Liza Jhoy Bakery in terms of serving of breads that the
customers more likely preferred fast and efficient. According
to the customers, the staff should be informative to their
products and vendors/bakers personality and grooming also
important because based on the customers’ preferences
they want that the staff and vendors are neat, presentable,
and knowledgeable and having a good personality which
need slightly innovation.
2. Most of the respondents are slightly satisfied for the customers’
satisfaction in terms of:
2.1 Bread Products:
➢ The researchers conclude for customers satisfaction in bread

products for breads are served without additives and
preservatives which the customers are preferred and
emphasizing health conscious because they are healthy
living. Second, the customer wants more something new to
their taste buds and experiences. Also, the customers want a
healthy breads but delicious. The respondents also prefer
with various choices because they are looking something
different from the others breads. The researcher also
concludes using a large display case make the presentation
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of their products beautifully which can capture the attention

of the buyers.
2.2 Services
➢ Therefore the researchers conclude most of the customers

can satisfy by the vendors are honest in giving back changes
because it can create a good relationship between the
customers and the owner. The vendors should be
approachable, friendly, and have practices good services
like fast and efficient in serving the breads to their customers.
Accommodating question from the customers always prefer
by the respondents because sometimes they are conscious
from what they eat.
Recommendation
After the findings and conclusion were drawn from the study, the
following are proposed recommendation for the Liza Jhoy Bakery
Innovation and Customers satisfaction: A basis for Marketing Plan.
Bakery Operator must be knowledgeable about their current

problems in terms of innovation and satisfaction of their customers. The
owners must also have an understanding about the strengths and
weaknesses of their business, therefore using their strengths for meeting
opportunities and transforming their weakness into strength. The owners
should consider the customers preferences and wants in innovating the
products because they are the one who consumed the products. About in
services it is important to satisfy them to gain potential consumers. To gain
knowledge about in handling the business the owner must attend seminars
offered by various government and private organization and together with
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keen observation of the customers’ behavior. It also important has a good

relation to the customers.
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Chapter 5
Marketing Strategy
Discuss about the proposed marketing strategies for the

improvements of the marketing problem that the Liza Jhoy Bakery
encountered which have been deliberated and explained in the prior
chapter.
Element of Marketing Mix
The element of marketing mix is also referred to as the 5 P’s of

marketing by Mr. Michael Porter are the product, place, promotion and
people.
Products are the goods or services offered to customer. Their physical

attributes includes what they do, how they differ from competitors and
what benefits they provide.
Add some products which the customers prefer:
➢ Veggie Breads
➢ Cakes and Pastries
Price is how to compute the selling price of products or services so that it
remains competitive but with consideration of the profit to be generated.
The prices of the breads should be based on the following:
➢ Cost Base
➢ Customers Base
➢ Competitors Base
➢ Mix Psychological Base
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Place refers to the location where the business sells its products or services
and how it gets those products or services to customers by distribution
channel.
Distribution Channel
➢ Liza Jhoy Bakery to the End Consumers

Promotion is the method used to communicate the features and benefits
of the products or services to the target customers.
Using different of medium to recognize the business
➢ Tarpaulin
➢ Social Media/ Technologies
People refer to how the level of services and expertise and skills of the
people who work for the business could be used to set it apart from
competitors.
➢ Hire a new bakers

➢ Well Staff and Vendors
STRATEGY MATRIX
Based on the Data Gathered

26

Liza Jhoy Bakery
Pricing Strategy
Target Market
1. Cost Based
1. Household/Family 2. Customers Based
2. Near in the location 3. Competitors
of St. Francis of Assisi Based
College. 4. Mix psychological
Pricing
Promotion Strategy
1. Tarpaulin
2. Social Media
Product Strategy Place
Additional Products LizaJhoy

Liza JhoyBakery
Bakery
Bakery
1. Cakes
2. Pastries
3. Veggie Breads End
EndConsumers
Consumers
27

Segmentation is a process of segmenting or dividing the target market

according to their demographic, geographic and psychographic profile.
Demographic Profile Geographic Profile Psychographic Profile
Social Class: Average

Age: All Ages The proponents are Level Living
Gender: Both Male living at Purok 5, Lifestyle: Health
and Female Barangay Sinalhan Enthusiast
Satatus: Single and Santa Rosa City,
Married Laguna
Target Market - every business should to identify its potential customers

according to its segmentation and products offer to its customers.
Since the business is bakery the target market is individuals and

households which are open to any ages at Barangay Sinalhan Santa Rosa
City, Laguna. Additionally the students can be the potential consumers
due the Liza Jhoy Bakery is near at the school of Saint Francis of Assisi
College where can buy the breads for their snacks because some of
their parents/guardians most prefer breads instead of junks foods.
Positioning – they should a clear positioning so that their message will

intact in the mind of their customers. Liza Jhoy Bakery should have a
positioning statement of “Tinapay ay Laging Bago” through that
statements make the customers easy recognize the bakery. The place of
the bakery is well establish across along the road of Barangay Sinalhan
Santa Rosa City, Laguna which is near in the community and school of
Saint Francis of Assisi College .
28

Marketing Plan Matrix (Innovation)

29

30

Marketing Plan Matrix (Customers Satisfaction)

31

32

Chapter 6
Appendices I
“Liza Jhoy Bakery Innovation and its Customer Satisfaction:
A Basis for Marketing Research”
To the Respondents,
The undersigned are currently enrolled in TRIMEX COLLEGES taking

Bachelor of Science in Business Administration Major in Marketing
Management and is conducting a marketing research entitled “ Liza Jhoy
Innovation and its Customer Satisfaction: A Basis for Marketing Research.”
In this case, may you please answer the following questionnaire which
will serve as a big help in fulfilling requirements for academic purpose. Rest
assured that the information the undersigned may gather from you should
be considered with utmost confidentiality.
Thank you and God Bless!
Respectfully yours,
Brito, John Mark V.
Candido, Richelle
33

Instructions: Please fill in the blanks with the need information.
Name: (Optional)
_____________________________________________________________
Age: ___________________________________
I. Instructions: Put a check (√ ) mark on the box of your answer using the
following Likert Scale that you consider in Liza Jhoy Bakery Innovation.
Interval Numerical Arbitrary Scale Verbal

Scale Interpretation
3.26 – 4.00 4 SA- Strongly Agree Most Considered
2.51 – 3.25 3 A- Agree Considered
1.76 – 2.50 2 DS- Disagree Slightly Considered
1.00 – 1.75 1 SD- Strongly Not Considered
Disagree
4 3 2 1
1.1.Bread Products SA A DS SD
1.1.1 Taste of Bread
1.1.2 Nutritional Benefits from Bread
1.1.3 Pricing of Bread
1.1.4 Variety of Bread
1.1.5 Appearance of Bread
4 3 2 1
1.2.Services SA A DS SD
1.2.1 Serving of Bread
1.2.2 Informative Staff
1.2.3 Serving Time
1.2.4 Vendors and Bakers Personality
and Grooming
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II. Instructions: Put a check (√ ) mark on the box of your answer using the
following Likert Scale that you consider in Liza Jhoy Bakery Customer
Satisfaction.
Interval Numerical Arbitrary Scale Verbal

Scale Interpretation
3.26 – 4.00 4 SA- Strongly Agree Very Satisfied
2.51 – 3.25 3 A- Agree Satisfied
1.76 – 2.50 2 DS- Disagree Slightly Satisfied
1.00 – 1.75 1 SD- Strongly Not Satisfied
Disagree
4 3 2 1
1.1.Bread Products SA A DS SD
1.1.1 Breads are served w/o Additives
or Preservatives
1.1.2 Breads are Nutritious
1.1.3 Breads are Delicious
1.1.4 Breads are with Various Choices

1.1.5 Breads are Presentables
4 3 2 1
1.2.Services SA A DS SD
1.2.1 Serving the Bread is Fast
1.2.2 Vendors are Approachable and
Friendly
1.2.3 Vendors Accommodate
Questions
1.2.4 Vendors are Good Looking and
Presentable
1.2.5 Vendors are Honest in Giving
Back Changes

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History and Background of The Study: Bachelor of Science in Business Administration Major in Marketing Management

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BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION